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Table of Contents

IDC FutureScape Figure

Figure: IDC FutureScape: Worldwide Customer Experience 2018 Top 10 Predictions

Executive Summary

IDC FutureScape Predictions

Summary of External Drivers

Predictions: Impact on Technology Buyers

Prediction 1: By 2021, Privacy Will Have Been Redefined from the "Selective Sharing of Data" to the "Value of Data" and Digital Marketplaces Will Have Emerged That Enable Consumers to Provide Data in Return for VIP Services, with Up to 10% of Consumers in Developed Countries Participating

Associated Drivers

IT Impact

Guidance

Prediction 2: By 2020, at Least 15% of Businesses' Standard Customer Experience Decisions Will Be Handled by Algorithms as Companies Shift from Person-to-Person to Machine-to-Person Engagement and Transactions

Associated Drivers

IT Impact

Guidance

Prediction 3: By 2020, 30% of Mobile Users Will Experience Engaging, Rather than Transactional, End-to-End Interactions with Their Primary Interaction Apps, Which Will Build Lasting Loyalty to Providers

Associated Drivers

IT Impact

Guidance

Prediction 4: By 2020, 40% of Leading Brands Will Offer Their Customers Continuous Digital Customer Experiences That Span Both in Store and Out of Store; These Brands Will Enhance Their Physical Products and Locations with Augmented Digital Properties That Are Visible to Mobile Technology Users

Associated Drivers

IT Impact

Guidance

Prediction 5: By 2020, 50% of Customer-Facing G2000 Companies Will Personalize Experiences Using Biometric Data

Associated Drivers

IT Impact

Guidance

Prediction 6: By 2019, 5% of Consumers in Developed Countries Will Begin Utilizing Technology-Provided "Sixth Senses" in Their Everyday Lives

Associated Drivers

IT Impact

Guidance

Prediction 7: By 2019, 35% of Consumer Product Manufacturers Will Have Started Direct-to-Consumer Customer Experience Teams with the Long-Term Aim of Going All Direct to the Consumer

Associated Drivers

IT Impact

Guidance

Prediction 8: Augmented Reality Will Become Mainstream by 2019, with 20% of Customer Experiences Including Some Form of AR by the End of 2018

Associated Drivers

IT Impact

Guidance

Prediction 9: Natural Language Processing Will Be Driven by Understanding Intent and Not Parsing Commands with 10% of Direct Customer Interactions Using It in Some Fashion by 2021

Associated Drivers

IT Impact

Guidance

Prediction 10: By 2020, 50% of Customers Will Have Experienced a Customer Support Interaction That Is AI Based

Associated Drivers

IT Impact

Guidance

Advice for Technology Buyers

External Drivers: Detail

Accelerating DX: Technology-Centric Transformation Altering Business and Society

Pace of Change: Technology Capabilities Enable Sustainable Change at the Speed of Digital Business

Human Versus Machine: The Impact of AI and Automation

Sense, Compute, Actuate: The New Data-Centric Paradigm

Platform Disruption: Unleashing Digital Innovation's Power for Scale

Empowering the Material World: Revolutionized Processes Expand Technology Reach

Customer Experience: Driving New Organizational Models and Infrastructure Design

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